Remote Technical Support Engineer

Role Overview

Are you passionate about problem-solving and excited to support users around the world from the comfort of your home? We are hiring a Remote Technical Support Engineer who brings energy, precision, and empathy to every interaction. You’ll work closely with cross-functional teams and global users to troubleshoot complex technical issues and deliver fast, effective solutions. Your efforts will help maintain platform stability, improve user experience, and contribute to long-term operational excellence. If you are detail-oriented, proactive, and ready to be a trusted point of contact for technical help, this role is for you.

Key Responsibilities

• Provide technical support to users via email, chat, and video conferencing platforms.
• Troubleshoot software and hardware issues using diagnostic tools and logs
• Deliver practical, step-by-step solutions and walkthroughs to end-users
• Record interactions and resolutions accurately in the support system
• Analyze recurring problems and collaborate with developers for long-term fixes
• Identify root causes of technical incidents and prevent future escalations
• Participate in weekly reviews to assess issue trends and suggest product improvements
• Ensure clear and concise documentation of technical processes
• Support new client onboarding and system configuration guidance
• Maintain service-level agreements and ensure timely resolution of tickets

Tools and Technologies You’ll Use

• Remote support tools: AnyDesk, TeamViewer, Chrome Remote Desktop
• Ticketing platforms: Freshdesk, Zendesk, Jira Service Management
• Monitoring dashboards and log analysis tools
• Communication channels: Slack, Zoom, Microsoft Teams
• Operating systems: Windows, macOS, Linux
• Cloud platforms: primary infrastructure tools like AWS or Azure alternatives
• Documentation tools: Confluence, Notion
• Scripting and automation basics using Bash or PowerShell

Work Environment

Fully Remote Setup

• Work from anywhere with reliable internet access
• Asynchronous communication tools to support flexible work schedules
• Scheduled video meetings for alignment and collaboration
• Focused workflows with minimal disruption for deeper troubleshooting

Team Collaboration and Culture

• Weekly syncs and retrospectives with the technical support team
• Transparent communication across departments
• Emphasis on continuous learning and skill-building
• Access to mentoring from senior engineers and product managers
• Encouragement to contribute ideas and shape the support strategy
• A culture that values diverse perspectives and technical curiosity

Candidate Profile

Who You Are

• Naturally curious with a knack for solving puzzles
• Able to simplify technical language for all users
• Thrives in fast-paced environments and adjusts quickly to shifting priorities
• Passionate about user success and system reliability
• Comfortable making independent decisions while knowing when to escalate
• An analytical mindset paired with excellent interpersonal communication

Required Qualifications

• At least 2 years in technical support or IT help desk roles
• Experience troubleshooting across Windows, macOS, and Linux platforms
• Good understanding of basic networking: DNS, TCP/IP, VPN
• Familiarity with APIs, browser tools, and SaaS environments
• Excellent documentation habits and strong written communication skills
• Ability to prioritize tasks efficiently in a high-volume setting
• Bachelor’s degree in Information Technology, Computer Science, or a related discipline (or equivalent experience)

Preferred Qualifications

• CompTIA A+, Network+, or Microsoft Certified Professional credentials
• Practical experience with DevOps principles or CI/CD pipelines
• Exposure to cybersecurity practices in user support settings
• Prior work experience in a fully remote company
• Basic scripting experience with Python or shell scripting
• Knowledge of CRM systems or automation tools

Compensation and Benefits

• Annual salary of USD 85,429
• Flexible, remote-first working environment
• Comprehensive healthcare and wellness package
• Technology stipend to support your home office needs
• Yearly budget for learning and certifications
• Quarterly team gatherings (virtual or in-person, depending on region)
• Defined career progression with support from leadership

Career Growth and Impact

This role puts you in a position to make real, measurable contributions to our customers and internal teams. Your ability to diagnose issues and create solutions will directly influence service performance and customer satisfaction. You’ll become a go-to expert within the support team and be able to recommend platform enhancements based on real-world interactions. Over time, you’ll have the opportunity to take on more complex issues, assist with internal training, and mentor junior teammates.

You will also contribute to building a more innovative support infrastructure by documenting use cases, refining troubleshooting workflows, and participating in the improvement of support tools. The role grows with you and rewards initiative, accuracy, and empathy.

Ready to Apply?

If you’re looking for a role that allows you to work remotely, solve meaningful problems, and develop deep technical skills, we invite you to apply. This is your chance to join a team where your ideas matter, your skills make a difference, and your growth is prioritized.

Apply now and help users around the world resolve their most challenging technical issues with confidence, clarity, and care.